Director, Customer Journey Insights - Remote/Hybrid (Acton, MA or San Diego, CA)
- Salary
- $187.1K–$280.6K
- Hiring from
- United States
- Work type
- Remote
- Posted
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Job Summary
Join a mission-driven team dedicated to simplifying life for people with diabetes. We’re seeking a Director, Customer Journey Insights to drive meaningful impact through innovative technology, helping our customers enjoy greater freedom and healthier lives while growing your career in a collaborative, forward-thinking environment.Reporting to the Vice President, Global Insights & Analytics, the Director, Customer Journey Insights will be responsible for operationalizing customer journey insights globally, turning research, behavioral data, and voice-of-customer signals into decisions and actions that measurably improve the experience of people using Insulet products. Sitting within the Global Insights & Analytics team, they will own the global customer journey insights framework: the measurement model, the recurring reporting that tracks journey health across awareness, sales, onboarding, training, and continued service, and the governance that keeps a single view of the journey in use across markets. The successful leader will be a passionate, data-driven advocate for customers who is equally comfortable interrogating a dataset and persuading a cross-functional leadership team to act on what it says. They will partner with leaders across Commercial, Marketing, Customer Success, Product, and the regional General Managers to embed journey insights into scalable business processes and supporting technology, and will play a critical role in connecting enterprise insight to enterprise execution.
Responsibilities
- Own the global customer journey insights framework for all Insulet products in development and in market, including the journey measurement model, the data sources behind it, and the standards that keep it consistent across regions.
- Translate journey insights into prioritized, actionable recommendations for Franchise PMMs, Global Marketing, and regional teams, and follow those recommendations through to implementation in customer-facing solutions such as portals, surveys, and help content.
- Conduct journey gap and root-cause analyses with DSCX Product Managers, Customer Success, and market teams, identifying where experience is breaking down, quantifying the business impact, and defining what a launch or program change needs to address.
- Gather, integrate, and consolidate quantitative and qualitative signals from across the organization and across markets (Customer Success, Franchise PMs and PMMs, DSCX PMs, UX, Customer Care, Product Support, field teams and other SMEs) into a single, trusted global view of journey performance.
- Build and maintain global journey performance reporting and dashboards, including the core metrics, thresholds, and cadence that leadership uses to track experience health and the return on journey investments.
- Design and run the operating cadence that turns insight into action: recurring journey insight reviews, prioritization forums, and closed-loop tracking that confirms recommended changes were made and had the intended effect.
Key Decision Rights
- Decisions on the global customer journey insights framework — which journeys are measured, which metrics define journey health, and how performance is reported
- Prioritization of journey insight work and recommendations, including which findings are escalated for enterprise action and which are handled within a market or function
- Standards for journey data definitions, personas, and segmentation used in global insight and in mock launch planning
Education and Experience
- 12+ yrs experience in customer insights, customer experience analytics, or journey measurement, including defining customer journeys and the business process and technology enablers behind them
- Deep familiarity with commercial systems (global), the data elements underpinning commercial activity and customer experience, and the research and analytics methods used to measure global customer journeys
- Experience operating across global markets in a regulated environment, ideally medical device, with knowledge of regulatory and quality requirements
- Diabetes experience or knowledge a plus
Additional Information
- The position can be remote, hybrid or in-person at our Acton, MA headquarters. The preferred location is near Acton, MA or San Diego, CA.
- Travel is estimated at 25% but will flex depending on business need.
This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office.
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Additional Information:
Compensation & Benefits:
For U.S.-based positions only, the annual base salary range for this role is $187,100.00 - $280,625.00
This position may also be eligible for incentive compensation.
We offer a comprehensive benefits package, including:
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO)
• And additional employee wellness programs
Application Details:
This job posting will remain open until the position is filled.
To apply, please visit the Insulet Careers site and submit your application online.
Actual pay depends on skills, experience, and education.
Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.
We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
About Insulet
Insulet Corporation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Our Culture
Insulet employees are all focused on the same goal — to make a difference. Our relentless passion is to simplify life for people with diabetes. We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance. We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there. We foster and celebrate curiosity, innovation, and learning. Our teams work collaboratively and are empowered to drive the best actions for our customers. Our innovation spirit and customer-centric focus position us as global pioneers — leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.